Cisco Unified Contact Center Express Supervisor and User Options Plug-Ins
The following sections provide detailed information on the
additional plug-in options provided by the Unified CCX.
versions of Unified CCX, many user parameters like user ID, password, and pin
were configured from the
Administrator. Some Unified CCX-related user parameters were configured through
the Unified CCX Administration.
CCX, all Unified CCX user roles (capabilities) are consolidated into one User
Any changes made
to the user privileges for the Unified CCX user roles after the backup
operation is performed are not restored.
Unified CM user
details are stored in the
About Unified CCX User Capabilities
The capability for each user refers to the Unified CCX access
level assigned for each user. Unified CCX users can be assigned to one of the
following four roles (or capabilities):
Historical Report User
Each of these roles are described in this section.
A Unified CCX Administrator is a user with complete access to
the Unified CCX Administration and has the authority to configure the entire
system. An Administrator can also be assigned a combination of other roles.
The Administrator can turn on/off the authority of a
Supervisor to manage the teams and agents.
can additionally modify and view skills, view the list of all teams for which
this user is the supervisor, view the skills, CSQs, and resource groups
configured in this system, view and manage resources, and configure the teams
that they are to manage.
provides three types of supervisors:
Application Supervisor: A
basic supervisor role applicable to a Unified CCX Application server
Unified CCX license. An application supervisor can only view reports.
ACD Supervisor: A
supervisor with an agent role. This role is applicable to a Unified CCX
Application server with
Unified CCX license. An ACD supervisor can administer teams/agents and also
view reports. Thus Unified CCX enables dynamic reskilling, the ability by which
an ACD supervisor can add or remove skills from an agent without an
on the license allowed, Unified CCX Supervisors have the following privileges:
through Unified Intelligence Center web client.
View agents and
CSQ being monitored. This is only for a remote Supervisor.
View the list of
all teams for which this user is the Supervisor.
teams managed by the Supervisor.
View the skills,
CSQs, and Resource Groups configured in this system.
The RmCm menu can
be viewed by the Supervisor only when any of the following two options are
selected as the parameter value for the Supervisor Access field located in
- Access to all
- Access to
Supervisor's Teams only
Historical Report User Privileges
A user with a historical report role can view various
historical reports. The number and types of reports allowed to be viewed
depends on the licenses available on a given Unified CCX system.
An agent capability is only available with a Unified CCX license.
Unified CM users in
Unified CCX are assigned an agent role when an agent extension is associated to
the user in the
Unified CM User Configuration page.
Consequently, this role can
only be assigned or removed for the user using
Unified CM Administrator End User
Configuration web page. These users can not be assigned or removed in Unified
Unified CCX Supervisor Web Interface
Use the Unified CCX Supervisor web page to:
View and monitor permitted agents
View and monitor permitted CSQs
Access real-time reports, tools, and settings
Access Unified CCX
Supervisor Web Page
access the Unified CCX Supervisor web page, perform the following steps:
supervisor capability is assigned to the user designated as supervisor (see
Supervisor Privileges and
User View Submenu).
supervisor is assigned administrator capability as well, the Unified CCX
Administration window is opened instead of the Supervisor web page.
||From a web
browser on any computer on your network, enter the following case-sensitive
<servername> with the hostname or IP address of
the required Unified CCX server.
If you have
already accessed the Unified CCX Administration application or Supervisor web
page in the browser, be sure to logout from the current session using
Logout link displayed in the top right corner of any
Cisco Unified CCX Administration web page or
and login with respective user
CCX Supervisor web page appears.
Unified CCX User Options Web Interface
Use the Unified CCX User Options web page to perform:
Access Unified CCX
User Options Web Page
access the Unified CCX User Options web page, perform the following steps:
||From the Unified CCX Administration, enter https://<Cisco Unified CCX IP address>/appuser. |
||If prompted to
do so, enter your User ID and Password.
CCX User Options web page appears.
Only Unified CM users are allowed to log in.
Add Alternative Pronunciations
Alternative Pronunciations for Call by Name is an
independent feature located on the Unified CCX User Options Welcome web page.
This feature lets you add one or more alternate pronunciations for your first
or last name and is useful if callers might refer to you by more than one name.
For example, if your first name is Bob, you might add the alternate
"Bobby". Similarly, if your last name is Xhu, you might add the
To access the Alternative Pronunciations for Call by Name
web page, perform the following steps:
||In the Cisco Unified CCX User Options Welcome web page, choose
The Alternate Pronunciations web page appears.
||In the First Name field, you can enter an alternate pronunciation
of your first name. For example, if your name is
"Mary," you might enter
The name moves to a list of alternate first name pronunciations.
||Repeat Steps 2 and 3 as needed to add other alternate
To remove an alternate pronunciation for your first name, click
the alternate pronunciation and then click
||In the Last Name field, you can enter an alternate pronunciation
of your last name. For example, if your last name is
"Smith," you might enter
The name moves to a list of alternate last name pronunciations.
||Repeat Steps 5 and 6 as needed to add other alternate
To remove an alternate pronunciation of your last name, click the
alternate pronunciation and then click
Save to apply the changes.
Access Unified CM User Options Page
To access the
Unified CM User Options web page,
perform the following steps:
||In the Unified CCX User Options Welcome web page, choose
Unified CM User Options Log On
dialog box appears.
Unified CM user ID and password,
and then click
Unified CM User Options web
||Click the option you want.
||When finished, click Logout.